The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following numerous flight cancellations associated with a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized the right of airline passengers to fair treatment in a statement on social media Tuesday. He mentioned that his department has received “hundreds of complaints” about Delta’s response to the technical difficulties.
Delta, based in Atlanta, has faced challenges in resuming normal operations days after a problematic software update from cybersecurity firm CrowdStrike impacted various businesses globally. This update led to issues with Microsoft’s Windows operating systems, leaving corporate users struggling with access to their systems and some experiencing the infamous “Blue Screen of Death.”
The incident affected nearly every major industry, including healthcare, delivery services, retail, and finance, but airlines and airports were among the most impacted. On Friday alone, over 46,000 flights were delayed and an additional 5,171 were canceled, as reported by FlightAware, with Delta experiencing the most significant disruptions.
Delta announced it canceled approximately 3,500 flights over Friday and Saturday. FlightAware data indicated that more than 2,500 additional flights were canceled on Sunday and Monday, along with 3,441 delays. On Tuesday, the airline reported 738 flights either canceled or delayed.
In a statement on Sunday, Delta CEO Ed Bastian expressed regret for the disruptions caused. “Canceling a flight is always a last resort, and something we don’t take lightly,” he said. Bastian acknowledged the difficulties faced by passengers and assured that Delta is dedicated to connecting people around the world.
He also explained that Delta relies on a significant number of applications that operate on Microsoft Windows, including tools for crew tracking that were hindered by the system shutdown. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes and is providing meal vouchers, hotel accommodations, and transportation options.